What Gainsight, Inc. Has to Offer: Gainsight is a venture-backed, fast growing tech company revolutionizing Customer Success for businesses. They help businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy. Gainsight is the platform of choice for many leading companies like Box, Adobe, and Workday. Gainsight offers their employees benefits like:
Job Description:
Why Gainsight?
We are ranked #1 on Glassdoor’s 2023 Best Place to Work List. Here’s why.
At Gainsight, our mission is to be living proof you can win in business while being human-first.
Our industry-leading platform helps companies of all sizes and industries build durable businesses. Gainsight offers a powerful set of customer success, product, and community engagement solutions that enable businesses to scale efficiently, create alignment, and have a holistic view of their customers—all of which help increase product adoption, prevent churn, and grow renewals and expansions. Our software is used by hundreds of companies, including nearly 200 publicly traded organizations and industry leaders such as GE Digital, SAP Concur, and Box. We have offices in the US, UK, Netherlands, Israel, Japan, and India.
Gainsight joined the Vista Equity Partners portfolio in 2020. In 2021, we won their Excellence in Engineering award in recognition of our product and engineering advancements.
Gainsight has also been named one of the top 100 private cloud companies in the world by Forbes, one of the fastest-growing private companies in America by Inc. Magazine, and one of 20 Great Workplaces in Tech by Fortune Magazine.
With diversity and inclusion at the forefront of our values, we promote a culture that celebrates diversity and inclusiveness regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.
Summary: Customer Lifecycle Program Manager
Gainsight™ is a PE Backed, fast-growing tech company revolutionizing Customer Success for businesses. The Customer Success company helps businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy. Gainsight provides a complete, end-to-end Customer Success solution through its services and technology. The industry-leading platform helps companies manage customer relationships effectively, track customer health and transform the way organizations orient around the customer. Gainsight is the platform for leading companies like Box, Adobe, and Workday. The company has been recognized as one of the world's top 100 private cloud companies by Forbes, one of the fastest-growing private companies in America by Inc. Magazine, and as one of 20 Great Workplaces in Tech by Fortune Magazine. Gainsight’s CEO, Nick Mehta, has been recognized as one of the Top SaaS CEOs in America. The company has offices in California, Phoenix, St. Louis, London, and India.
As part of the Digital Adoption Programs team, you will work with a group of strategic and technical team members to design, implement, measure, and learn from digital programs that increase adoption of and value from Gainsight.
Development and ownership of customer digital-led programs to support and advance customers through the customer journey.
Develop and optimize digital-led campaigns to drive awareness, enact change, and support time to value and retention, primarily focusing on highly targeted, behavior-triggered email and in-app campaigns.
Build strategy, systems, execution plan, and vision for the most effective ways to communicate critical benefits of Gainsight during the customer lifecycle across channels (e.g., in-product, virtual events, email)
Leverage and analyze customer data, including product usage and campaign engagement analytics, to find opportunities to improve customer experience and create highly targeted segments and communication paths - ensuring messages are sent to the right people at the right time through the right channel.
Work cross-functionally across marketing, sales, and customer success teams to identify areas of opportunity to scale digital-led programs effectively to support stickiness, cross, and up-sell.
Maintain and measure the impact of digital-led customer programs, report on findings, optimize and test existing campaigns, and propose new high-impact campaigns.
Own the customer brand consistency, ensuring the voice, tone, and visual aesthetics of Gainsight are consistently represented across program communications.
Serve as a responsible business partner to peer teams to support self-service and scaled-CS initiatives effectively using Community and Education throughout the customer journey.
Serve as a liaison to Product teams - helping them understand how to optimize the product roadmap to support scaled-CS and digital-led product features and strategies.
Support digital-led marketing, sales, and customer success events as a best-in-class industry practitioner.
Who you are::
Bachelor in communications, marketing, or related field.
5+ years of customer success and/or marketing experience with a focus on scaled (high volume), highly personalized engagement channels (e.g., email, in-product messaging), ideally in B2B SaaS
Data-driven, curious, and experienced in using multichannel marketing to drive customer delight and habitual product use
Strong writing skills - the ability to craft compelling marketing copy that sells and inspires action
Outcome-oriented, always keeping in mind and seeking clarity on goals and key results.
Ability to think strategically and develop a long-term program roadmap while also understanding the details of the work involved to make the program successful
Ability to thrive in ambiguous situations - ask the right questions and seek answers.
Proactively solicit and welcome constructive feedback, and iterate quickly
Organized and efficient - you take on complex projects and own them from start to finish
Job Benefits
At Gainsight, we don't believe in doing things as a "means to an end." Life's too short to have anything short of a joyful work environment that we passionately believe in. We think that "work vs. life" is a false choice created by pundits, cynics and consultants. We also believe that any community (like a company) needs a ton of diversity and a very small number of things that bring us together.
Here are our 5 core values
Golden Rule: We try to practice the Golden Rule ("Do unto others..." and that sort of thing) by exercising reliability, trust and giving back to each other and our community.
Success for All: We believe that success for our stakeholders—whether our teammates, clients or shareholders—comes with a sincere focus on continuous learning, selfless teaching and making a difference in each other’s lives.
Child-like Joy: We aspire to experience child-like joy in our work and lives, injecting a spirit of passion, optimism and laughter into everything that we do.
Shoshin: We believe in a beginner’s mind. Don’t surround yourself with people like you--diversity breeds creativity.
Stay Thirsty, My Friends: We believe in a totally internally-driven strive for greatness. The solution is think more, not doing more.
Why You’ll Love It Here
Our Attitude: We’ve created a new industry from scratch, and we’re on the fast track!
Our Leadership: We offer the leading tech solution for driving Customer Success.
Our ROI: Reduce customer churn, increase up-sell, and improve customer satisfaction.
Our Technology: Deep Salesforce.com hooks, predictive analytics, and a beautiful user interface.
Our Impact: We help our customers make millions of dollars more per year.
Our Clients: Big companies like Box, Adobe, Marketo, and many others.
Our Team: Tech all-stars from Facebook, Box, and others (and top consulting firms like BCG and McKinsey!).
Our Values: They are unique - Golden Rule, Success for All, Childlike Joy, Shoshin, and Stay Thirsty, My Friends
Our Office: If you showed up one day, you might find anything from karaoke performances to mini-golf championships.
Benefits include medical, dental, vision, short and long-term disability, life insurance, 401k available on the first day of the month after start date, and flexible PTO.
Gainsight is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Pursuant to the San Francisco Fair Chance Ordinance, where applicable, we will consider for employment qualified applicants with arrest and conviction records.
Job Description Summary
Gainsight™ is a PE Backed, fast-growing tech company revolutionizing Customer Success for businesses. The Customer Success company helps businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy. Gainsight provides a complete, end-to-end Customer Success solution through its services and technology. The industry-leading platform helps companies manage customer relationships effectively, track customer health and transform the way organizations orient around the customer. Gainsight is the platform for leading companies like Box, Adobe, and Workday. The company has been recognized as one of the world's top 100 private cloud companies by Forbes, one of the fastest-growing private companies in America by Inc. Magazine, and as one of 20 Great Workplaces in Tech by Fortune Magazine. Gainsight’s CEO, Nick Mehta, has been recognized as one of the Top SaaS CEOs in America. The company has offices in California, Phoenix, St. Louis, London, and India.
